Service Management Solution HP Openview – Planning and Administration

Planning and administration of a service management solution based on HP OpenView for Unix

Planning and administration of a service management solution based on HP OpenView for Unix

Challenge

• Deliver a reliable platform capable of monitoring all of the hardware and software applications in the IT landscape in order to guarantee the ability to meet Service Level Agreements (SLAs).
• Put in place an HP OpenView management portal in order to manage the multi-user and multi-site environment.

Since 2005 we had managed:

• The rebuilding of the architecture of the service management system and networks in a Unix environment
• The migration of the OVOU environment to  version 8 (2,000 servers)
• The implementation of a management and configuration system to complement OVOU.

Scope

Our client, a global leader in air transport, put in place a "supervision and hypervision" solution at the heart of its IT infrastructure, distributed across three sites.

The project required coordination with different technical and operations teams in order to meet their needs correctly.

• Technical environment:  servers, network hardware spread across France and the whole world with varied and numerous technologies (virtual and physical servers, databases, data warehouses…)
• Highly critical environment:  the client could not allow for any interruption or denial of service.  Services had to be delivered 24 hours a day, 7 days a week.

Implementation

We deployed a team on site in order to complete the following tasks:

• Restructuring the technical core of the system onto a centralised HP architecture.
• Migration of the solution to version 8. 
• Standardisation of working practices in relation to service management.
• Documentation of operating procedures.

Solution

Restructuring of the architecture to optimise the service management function, taking into account:

• the critical nature of the function.
• the distribution of servers and applications across the IT sites (2,000 servers and network equipment)
• the creation of business continuity plans for OVOU platforms.
• the planning and implementation of new functionality linked to the growing activities of the client
• the provision of ad-hoc services and administrative procedures (maintenance, product updates…)

Results

The following objectives were achieved:

• Implementation of the service management platform in business continuity mode.
• Rebuilding and optimising the service management architecture.
• Planning and implementation of new management solutions (DMZ, new applications…)
• Migration to an HP platform and a clustered architecture
• Implementation of a portal to manage the administration and configuration of the solution (MIDAS – Blue Elephant).

The reliability and stability of the solution allowed an increase in the quality of service, thanks to the optimisation of operating procedures, fault monitoring, incident management and a reduction in service interruption in the case of a system failure.